IT Manager

Concentrix, a global customer experience services and technologies company, providing support to the world’s best brands.

The role
Manager, IT Operations is responsible for end user support across the organization’s deskside including but not limited to network, telephony and application(s) environment. The candidate will ensure maintenance, analysis, quality of troubleshooting and repair/replace/upgrade of deskside systems, hardware, software and computer peripherals in coordination with the respective platform teams, this role will also as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and preemptive skills for problem-solving capabilities when applied to anticipated issues or challenges. This position also regularly exercises discretion and judgment to determine priorities, prepare appropriate action plans and is accountable for end to end to IT operations delivery.

What you need to have is?

• 3+ years’ experience supporting desktop/laptop hardware and software in a Windows/Mac OS
• Bachelor's Degree/Post Graduate (Or equivalent)
• Knowledge of Windows, MAC, Network, Voice
• Knowledge of ITIL V3 Framework
• Proven problem management, incident management, customer/client management, change management, RCA and ticket analysis experience.
• Intermediate understanding of Enterprise Networks, Active Directory set up & Windows servers
• Demonstrable knowledge in ticket resolution using Remedy and ITIL based framework, maintaining systems compliance and audits as per ISO/IEC 27001:2013, ISO 22301 Business Continuity & PCI

Nice to have?

• ITIL V3, MCSE, CCNA or similar certifications required
• InfoSec Awareness
• Anti-Virus softwares
• Six sigma knowledge and certifications
• Incident response knowledge and certification
• Experience with Docker, Kubernetes, Microservices

Responsibilities

• Active participation in delivery and execution of the Incident Management process. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
• Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.
• Solutioning and supporting new Transitions on Image & Desktops Readiness.
• Ensuring all PCI, HIPPA accounts are IT security compliant as per PCI, HIPPA etc. guidelines within the spans.
• All security controls are implemented starting from Active Directory group policy deployment on all production desktops from the active directory
• BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
• Ensuring compliance & security for the site. Maintaining system compliance & audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
• Muster L2 / L3 support for all network, server & voice infrastructure for CNX and client owned equipments as applicable.
• SSAE activity.
• PGP Desktops Validation, OU Users Policy Validation & Computer OU Policy validation.
• Daily, weekly, monthly review of all pending tickets within the span
• Site Hardening testing.
• Ensure validation and corrective actions including validation of controls like printer permissions, AD Users & computers permissions for restriction of c: drive permission, saving rights, software installation rights & software deployment on desktops.
• Validation & updation of images & documents on WDS / Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.
• Measure & support b/w consumption of accounts and monthly reporting for bandwidth utilization.
• Validation of Client Asset/Software with client and ensuring all these assets are a part of inventory.
• Updating Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
• Managing Local DNS /DHCP/File server/Tivoli server for service delivery location as day-to-day operation to support Business.
• Achieving and Maintaining high IT VOC scores.  Action planning for identified areas.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment

What do you get from us?

• Competitive salary based on experience and annual increases based on performance.
• Ability to work fully remote at home.
• A strong work/life balance with a focus that we all have - and should have - lives outside of work.
• Challenging work with the opportunity to personally learn and grow.
• Professional development opportunities with conferences & training.
• Multicultural work environment and career opportunities (EU and beyond)
• A bright, passionate, caring team that holds each other accountable and has each other’s backs.
• Medical Insurance
• Transportation/Internet allowance

About us:

Every day, from more than 40 countries and across 6 continents, our 300 000 employees deliver next generation customer experience and help companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in the following key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector.